Customer Support Representative

When it comes to product marketing PMA’s the biggest fish in the pond. We unite 1,000s of product marketers (40,000+ at the time of writing) around the world and each and every one of those members have a shared mission: to drive demand, adoption, and the overall success of their products, and awareness of the role.

Between our courses, community, membership plans, and events, there is an incredible amount of content for our customers to discover and our customer success team exists to help them navigate all that we offer, realize the value and reach their goals. 

As a growing team serving an established base of loyal customers the opportunities to contribute, learn and grow really are limitless. 

 

• Providing exceptional frontline support to our global customer base daily, working with customers to resolve their inbound queries via email and live-chat.

• Contribute to a first-class customer experience by providing quick and seamless support and expert advice. 

• Help shape customer support strategy and create playbooks for a growing function.

• Become an expert on our product suite so you’re able to confidently provide technical support to our customers and recommend the right products at the right time.

• Create, review, update and optimise our FAQs, help articles and automations to ensure our customers find what they need quickly and easily.

• Analyze data and work to improve key metrics like response times and customer satisfaction in line with customer success team goals.  

• Gather, synthesize and deeply build a deep understanding of customer feedback. share with the wider team and work to ensure we’re constantly improving and delivering on what customers want.

• Assist the customer success team and contribute to comms and engagement strategies. 

 

Key requirements:

 

• 1 year+ experience in a customer support or success role. 

• Proven experience supporting and engaging customers at scale

• Highly organized - you’ll be juggling several ongoing projects week in, and week out. With each connected to paying customers, accuracy and punctuality are essential. 

• Comfortable owning your own workload and confident holding other people accountable to their deadlines.

• Strong communicator - from our customers to your colleagues, you’ll be working very closely with lots of people.

• Team player - success doesn’t happen in a vacuum, we need everyone in the org to be rallied around the same goals and help each other out to achieve them.

• Adaptable -  Being a startup, things here move quickly and you’ll be thrown last-minute curveballs. We enjoy it. We need you to, too.

• Creative problem-solver - we know that processes can always be improved. We’re looking for someone who can think on their feet, solve problems, and identify opportunities.

• Tech-savvy - we lean on lots of different apps and while we’ll obviously onboard you on each, we’re looking for a quick learner who can show us a thing or two, too!

• Experience using Intercom would be a big asset

 

Location Information:

As we have a large and growing customer base in the US, we are looking to hire our very first Customer Support Executive in The States. The role will be 100% remote with the opportunity to work collaboratively and cross-functionally with the team in our London HQ.

 

Company Benefits:

• Competitive Salary

• Extra day off on your birthday

• Flexible hours and early summer finishes

• New tech gear: laptop, screen, mouse, keyboard. We got you covered

• Company social events

• A unique opportunity to join a fast-growth scale-up, unparalleled learning opportunities, with excellent opportunities for progression

• 25 days holiday (excl. public holidays)

• Work from home opportunities

• Sociable and supportive team (and an office dog)

• Free coffee and tea, snacks fruit, and treats